Rachel Twala represents what customer service is about

Rachel Twala represents what customer service is about. My call was transferred to her to make an adjustment on my policy, which she did painlessly. My compliment to her is for the way she interacted with me. It was a conversation rather than a mechanical interaction. She made me want to continue talking to her and even when she tried to sell me another product, I did not mind listening to the pitch because, again, it was done in such an interactive manner. I think she would be a perfect candidate to train other customer facing staff.